Helpdesk Agent

1 week ago

Worcester, South Africa Herotel Full time

Applications are invited for the **Helpdesk Agent - Tier 2 **position to be based in **Worcester**.**

**PURPOSE OF THE ROLE**:
**Key Performance Areas would include, but are not limited to**:

- Strives to resolve all faults presented daily.
- Determine nature of faults and the steps required to rectify it permanently.
- Check Tier 1 troubleshooting before confirming ticket may be sent for a call-out.
- Provides basic to advanced troubleshooting on customer-side faults.
- Receive, troubleshoot and resolve Tier 1 escalated queries.
- Assist with any ticket backlog of Tier 1 when applicable.
- Escalate complex queries to Team Leader or Tier 3.
- Assist Field Technicians remotely with troubleshooting, config & service credentials.
- Ensures Tier 1 Agent, who is tasked to attend to the unassigned tickets & WhatsApp messages, copes, otherwise lend assistance.
- Check Microsoft Teams & WhatsApp for messages requiring callbacks.
- Remote support via AnyDesk to customers.
- Monitoring of network using Dude.
- Logging line or link faults with appropriate department.
- Ensures that all Tier 2 tickets are updated daily and clients have the latest feedback.
- Utilize and contribute to internal technical documentation and knowledgebase.
- Analytical.
- Ability to work independently.
- Customer service skills.
- Ability to work quickly and under pressure.
- Problem-solving skills.
- Time management skills.
- Communication skills (written and verbal).
- Basic grasp of routing and switching is advantageous.
- Good problem-solving skills along with ability to work in pressurized environment is required
- Customer care experience is advantageous
- Previous experience at an ISP will be advantageous.
- Knowledge and understanding of WiFi routers is required.
- Knowledge and understanding of TCP/IP, DNS, DHCP, E-mails is required.
- 1 year network experience is required.

**Education Requirements**:

- Grade 12 / Senior Certificate.
- Mikrotik, Cambium, Ubiquiti experience is advantageous.
- MTCNA- and WiFi qualifications is advantageous
- N+ & A+ Certification with 1-2 years experience is required

**_PLEASE NOTE:_**
- Kindly note that should you not receive feedback from us within 4 weeks of applying, you should consider yourself unsuccessful for the role.

  • Regional Helpdesk Agent

    1 week ago

    Worcester, South Africa MMI Holdings Full time

    -Introduction Metropolitan is one of the oldest financial services brands in South Africa. With a 116 year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa’s people through affordable financial solutions that create financial growth and security. Metropolitan operates in South Africa, but...

  • Helpdesk Agent

    1 week ago

    Worcester, South Africa Herotel Full time

    Applications are invited for the **Helpdesk Agent - Tier 1 **position to be based in **Worcester / Stellenbosch.** **PURPOSE OF THE ROLE**: **Key Performance Areas would include, but are not limited to**: - Offer first line support to customers, which includes taking initial call from users. - Always strive for first call resolution. - Determines if fault...

  • Helpdesk Agent Tier 1

    2 weeks ago

    Worcester, South Africa Herotel Full time

    Applications are invited for the **Helpdesk Agent - Tier 1 **position to be based in **Worcester / Stellenbosch**. **PURPOSE OF THE ROLE**: **Key Performance Areas would include, but are not limited to**: **First contact and first call customer support**: - Assist walk-in clients where applicable. - Screen incoming calls, redirecting them to the correct...

  • Helpdesk Agent

    5 days ago

    Worcester, South Africa Disruptive IT Full time

    **Key Responsibilities**: Customer first and second line customer support: - Assist walk-in clients where applicable. - Screen incoming calls, redirecting them to the correct departments, and recording as well as passing on clear messages when required. - Log requests through Herotel’s ticketing system, manage ticket queue to ensure optimal support, and...

  • Regional Helpdesk Agent

    1 week ago

    Worcester, South Africa Momentum Metropolitan Holdings Full time

    -Introduction Metropolitan is one of the oldest financial services brands in South Africa. With a 116 year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa’s people through affordable financial solutions that create financial growth and security. Metropolitan operates in South Africa, but...